WhatsApp QR Considerations

Introduction

At Reach, we have the ability to integrate different messaging channels, including WhatsApp. Currently, we offer two options for businesses to manage their conversations on this platform: an integration with Meta’s official API, which we call WABA, and a new feature to connect personal WhatsApp and WhatsApp Business from the mobile app using a QR code. Below, the characteristics, differences, and considerations for each option are detailed.

1. Official WhatsApp

This integration is designed for businesses that meet Meta’s requirements, allowing them to manage their conversations through Reach under the following conditions:

  • Configuration Requirements: The business must have an approved Facebook Business account, with channels and pages properly linked to this account.
  • Conversation Initiation: Conversations can only be initiated using templates previously approved by Meta.
  • Conversation Charges: Meta charges businesses based on the number of conversations they initiate or receive through this API.
  • Exclusive Number Usage: The phone number associated with the API must be exclusively dedicated to WhatsApp Business or a BSP (Business Service Provider), meaning the personal WhatsApp associated with that number will be unusable for other purposes.

Key Features:

  • Allows the creation of interactive messages (such as buttons).
  • Processes ads and campaigns from Meta.

2. WhatsApp Business (Unofficial API)

This option allows businesses to connect their personal WhatsApp and WhatsApp Business accounts by scanning a QR code similar to WhatsApp Web functionality. This option does not require approval or setup through Facebook Business, allowing more flexible use of the phone number without the restrictions of the official API. However, there are some important advantages and disadvantages to consider.

Advantages:

  • Easy Linkage: There is no need to link the phone number to Meta’s business. The account just needs to be active on the mobile device and can be connected to Reach through the provided QR code.
  • No Conversation Initiation Restrictions: Unlike the official API, businesses can initiate conversations with any contact without the need to use approved templates.
  • No Conversation Charges: Businesses can manage their interactions without worrying about additional costs related to the volume of conversations.
  • No exclusivity for phone number use: Businesses can continue responding to customer messages via Reach or the mobile app without having to release the number.

Limitations and Risks:

  • Potential Ban: Since this is an unofficial API, both the phone number and the API itself are subject to possible blocks by Meta. To minimize the risk of banning, it is recommended to follow these practices:

    • Avoid sending mass or automated messages.
    • Ensure the customer sends the first message to the business. This prevents the “Mark as Spam” button from appearing on the customer’s side.
    • Avoid repeating the same message multiple times. Personalize them.
    • Send messages only to trusted contacts and clients.
    • Avoid sending links in the initial message.
    • Avoid using virtual or free phone numbers.
    • If you use bots, limit the number of messages to 6-12 per minute.
    • Use the phone number for genuine conversational messages, avoiding the appearance of a spam account.
    • Do not initiate too many conversations with unknown users in a short period of time.

    If a ban occurs: Meta can temporarily or permanently block the phone number. In some cases, it is possible to unlock the account by requesting a review from Meta through their support, although it is not guaranteed that the number will be restored if a serious policy violation is detected.

  • Lack of Advanced Features:

    • Does not allow the creation of interactive messages (which appear as buttons in the mobile app).
    • Currently does not receive or process ads from Meta.
    • Emoji reactions to messages will not be reflected.
    • Does not support WhatsApp Business “Cart” functionality. Instead, we recommend using our integrated cart feature within Reach’s platform.

  • Sync with WhatsApp app: Messages sent from Reach will be reflected in the WhatsApp app. Messages sent directly from the WhatsApp app will appear in Reach as messages sent from an external application, excluding multimedia messages.

  • Multimedia reception limit: Multimedia files larger than 50MB will not be processed. Product images will appear in low resolution.

  • Communication Stability: Stability depends not only on Meta but also on the instance provided by the unofficial API, which may cause variations in service quality.

Other Features:

  • Messages from channels and groups will be ignored in Reach, as Reach is designed for 1-to-1 messaging.

Conclusion

The WhatsApp QR connection feature offers a flexible and cost-free alternative for businesses that do not wish to or cannot meet the requirements of Meta’s official API. However, it is crucial for support and sales teams to understand the differences between both options and clearly communicate the advantages, disadvantages, and risks to clients. Additionally, special care must be taken with the terms and conditions associated with the use of the unofficial API.